SHIPPING AND DELIVERY

Standard UK Delivery – Online Only

For all of our online deliveries we use carefully selected delivery partners who specialise in furniture distribution. Our Standard Delivery charge is £50.00 to anywhere within the UK, excluding Northern Ireland, Isle of Wight and Isle of Man. If you have placed an order with us online, your order will be processed, packaged, shipped and delivered within 10-14 working days, excluding weekends and bank holidays. Please allow a maximum of 14 days before contacting us via email at info@trade-secret.co.uk. Once your item has been shipped, our delivery partners will contact you to discuss the best date and/or time to deliver.

Please note: when purchasing from our warehouse – delivery charges will vary. If you’d like to contact us regarding delivery our phone number is 01295 810110.

Free Delivery

We offer free shipping on all online orders over £1,000. We also offer free shipping on all accessories sold online. We occasionally run promotions which includes free shipping. Sign up to our e-newsletter to be informed of these promotions.

Ordering Ranges

If you have purchased any item from our ranges and furniture collections please note that delivery lead times do vary depending on the item availability from the manufacturer. Upon receiving your online order, we notify the manufacturer directly and place your order with them. We are then advised of the lead time for that item, or items if you have multiple orders. We will then contact you direct using the contact information you provided at checkout, to update you on the current status of your order and when you can expect to take delivery of it. Average waiting time for delivery to our showroom is two weeks from the date of your order. This can vary.

Click and Collect (Adderbury only)

We also offer a free Click and Collect option if you would like to pick-up your item in person from our Adderbury store. Your item will be set aside and reserved for you to collect. We will send you a completed order confirmation once your item is ready to collect. If you are collecting, please arrive between the hours of 9am – 4.30pm Monday – Friday, 10.30am – 4.30pm Saturday and 10.30am – 3.30pm Sunday.


RETURN POLICY AND PROCEDURES

ONLINE SALES ONLY – PLEASE NOTE POLICIES AND PROCEDURES FOR ITEMS BOUGHT IN STORE WILL DIFFER. PLEASE SEE OUR FAQ'S OR CALL 01295 810110 FOR MORE INFORMATION.

If for any reason you are not satisfied with your purchase, please follow the following procedures for returning online items.

You must notify us immediately at info@trade-secret.co.uk for any return queries and include as much detail as possible, including any photos if required to support your return enquiry.

Damaged or incorrectly supplied

If the item is damaged or incorrectly supplied and you would like to return the goods you must notify us as soon as possible. Damaged or defective goods must be notified to us within 30 days of you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods. You can notify us by phone (01295 810 110), in writing (to Trade Secret, Unit 6 Twyford Mill, Adderbury, Oxfordshire OX17 3SX) or by sending an email to info@trade-secret.co.uk. Please include as much detail as possible, including any photos, if required, to support your return enquiry. If it is confirmed as damaged or incorrectly supplied, we will then arrange with you to collect the goods from you at our cost. It must be in the same condition you received it in and include all original packaging to qualify for a full or partial refund. Once you have contacted us, we will get in touch with our courier to arrange collection and they will notify you of a proposed collection date shortly after.

Right to cancel

You have the right to cancel your sales contract within 14 days without giving any reason. The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right to cancel you must inform us (Trade Secret, Unit 6 Twyford Mill, Adderbury Oxfordshire OX17 3SX) of your decision to cancel the sales contract by a clear statement (e.g. by phoning us on 01295 810110 or sending an email to info@trade-secret.co.uk). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.             

Effects of cancellation

If you cancel the sales contract, we will reimburse you all payments received from you, including the cost of delivery (except for supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us.) We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than –

  • 14 days after we receive back from you any goods supplied, or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
  • If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We will collect the goods at our own expense. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

 General Product Information

Products may differ slightly online from the physical item, through coloration, effect and style. Whilst Trade Secret try to ensure that the product is photographed to show optimal likeness, Trade Secret cannot be held responsible for any difference in the above and reserve the right to refuse refunds if this is the sole reason for returning goods to Trade Secret. Please note: Many of the item offered are already on our sales floor and therefore some many have slight blemishes. Please enquire prior to purchase if you have any concerns.